Weeks waiting for apple express repair. Already paid!

On Monday December 8th I have an appt at Apple Store coconut point at 1pm. 10********* case ID, for fixing front and back cracking on my iPhone. I was told to come pick it up at 5:30 that evening for it to be fixed. Important to note the phone was completely usable in all functions, from Face ID to messaging and calls. When I showed up I was told they were unable to complete the repair and would have to wait 7 days for new phone to come in. I asked if it could be sent to my home and was told no if I call apple support over the phone they will hold the cost of the phone on my card until new phone arrives, left the appt to call apple support on the phone and realized I can no longer see the screen on my phone or use it. None of this was told to me walked back into the store and was explained by management this can happen when taking the phone apart which is fine but you guys told me to call apple support and leave the store like I had a working phone to be able to even do that no one failed to mention the damage incurred during fixing has now made the phone unusable. Called apple for express repair with a friends phone and submitted deposit 12/10/25 D6*******. It is now 12/19/25 I have no updates about when I will be receiving this express replacement. Called apple support last night and the nice gentleman was unable to explain to when this would happen as well. Unfortunately I am not sure what to do at this point we are 12 days from express repair creation and 10 days from payment for cost of the device and no updates about when I will have a new phone after they have completely destroyed my working phone with the first try at repair. Any suggestions?

[Edited by Moderator]